We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 367928 results
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Decision Reference DRN-5564252
4 Jun 2025 Aioi Nissay Dowa Insurance UK Limited UpheldInsuranceDRN-5564252 The complaint Miss N has complained about her car insurer Aioi Nissay Dowa Insurance UK Limited because it settled with a third-party for their costs following an accident. What happened In October 2024 an accident occurred between Miss N and a third-party driver. Miss N re... (4 pages)View decision -
Decision Reference DRN-5601685
4 Jun 2025 Oodle Financial Services Limited UpheldConsumer CreditDRN-5601685 The complaint Mr H complains about a van supplied under a hire purchase agreement, provided by Oodle Financial Services Limited. What happened Around April 2023 Mr H acquired a used van under a hire purchase agreement with Oodle. The van is listed with a cash price of £11,0... (6 pages)View decision -
Decision Reference DRN-5188703
4 Jun 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5188703 Complaint Miss J is unhappy that Lloyds Bank PLC didn’t reimburse her after she fell victim to a scam. Background In early 2024, Miss J was looking for work online. She’d submitted her contact details on several adverts. She received contact from an unknown number, which she... (3 pages)View decision -
Decision Reference DRN-5601660
4 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5601660 The complaint Mr C complains that Revolut Ltd won’t refund transactions he didn’t make or otherwise authorise. Mr C is being represented by solicitors in this complaint. What happened Mr C received a message on his mobile purportedly from Amazon notifying him of the annual... (5 pages)View decision -
Decision Reference DRN-5227123
4 Jun 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5227123 The complaint Mr M complains that Revolut Ltd didn’t do enough to prevent him losing money to a scam. Mr M has used a representative to bring his complaint. But, for ease of reading, I’ll mostly just refer to Mr M where I also mean his representative. What happened The det... (4 pages)View decision -
Decision Reference DRN-5188548
4 Jun 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5188548 Complaint Ms M complained that Barclays Bank UK Plc unfairly declined to fully reimburse her after she fell victim to an investment scam. Background In April 2023, Ms M came across an advertisement on social media which appeared to promote a cryptocurrency investment opport... (3 pages)View decision -
Decision Reference DRN-5602221
4 Jun 2025 ReAssure Limited UpheldPensions and AnnuitiesDRN-5602221 The complaint Mrs L complains about the poor service and delays she faced when trying to set up online access and fully encash her personal pension plan (PPP) provided by ReAssure Limited. What happened The background to this complaint was outlined in detail by our investiga... (3 pages)View decision -
Decision Reference DRN-5602321
4 Jun 2025 Westerby Trustee Services Limited UpheldPensions and AnnuitiesDRN-5602321 The complaint Mr H transferred monies from two personal pension schemes into a Self-Invested Personal Pension (‘SIPP’) with Westerby Trustee Services Limited (‘Westerby’). The transferred monies were then invested in an asset which Mr H says has no value, causing him a signi... (24 pages)View decision -
Decision Reference DRN-5395572
4 Jun 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5395572 The complaint Mr F complains NewDay Ltd trading as Fluid Mastercard (NewDay) didn’t appropriately check his credit record or income and expenditure before approving him for credit. What happened In October 2022, Mr F took out a credit card with NewDay. The card had an additi... (5 pages)View decision -
Decision Reference DRN-5602279
4 Jun 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5602279 The complaint Mr Q complains that Halifax acted irresponsibly when it authorised and increased his overdraft limits without reasonable and proportionate checks being conducted and it failed to spot signs of gambling. This resulted in financial difficulty for Mr Q and impacte... (6 pages)View decision
